Storyminers
MARCH 17, 2021
If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line. It’s essential to focus on profit-making last in the design process so that you stay focused on what your customers want most and will genuinely adopt.
CSM Magazine
MARCH 18, 2021
Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots). Companies such as Bosch, Daimler, Henkel, Lufthansa and, more recently, BioNTech are automating their customer communication in a smart way.
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Heart of the Customer
MARCH 16, 2021
At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].
NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
GetFeedback
MARCH 18, 2021
An overview of the benefits and limitations of using the Net Promoter Score.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
NICE inContact
MARCH 18, 2021
In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.
GetFeedback
MARCH 17, 2021
Excellent customer service can increase customer loyalty, retention, and more.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Alida
MARCH 19, 2021
The tech industry is an incredibly competitive market, filled with global juggernauts and disruptive innovators jostling for customers’ dollars. To thrive in this crowded landscape, you need to establish key differentiators that set you apart from the rest of the pack.
NICE inContact
MARCH 16, 2021
Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results.
GetFeedback
MARCH 17, 2021
What customer needs are and how your organization can identify them.
Aveus
MARCH 15, 2021
No matter where you live, during this pandemic you have seen stories and images of people in what appear to be endless lines, waiting, hoping, needing food assistance. Trust across a system that people must rely on to deliver essential support is paramount. This is a story of our work with Second Harvest Heartland as they tackle hunger and lift trust at the same time.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Alida
MARCH 17, 2021
Ventura Foods provides high-quality ingredients and food products to both restaurants and grocery stores across the United States and Canada. Whether selling directly to consumers or supplying restaurants with salad dressings, condiments, and other foodstuffs, Ventura Foods is committed to delighting customers with delicious products made from the best ingredients available.
Integrity Solutions
MARCH 18, 2021
Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.
GetFeedback
MARCH 17, 2021
A complete guide to open-ended questions in surveys.
Totango
MARCH 19, 2021
The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
ReviewTrackers
MARCH 16, 2021
Talkdesk
MARCH 16, 2021
Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.
Second to None
MARCH 18, 2021
By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. To be successful in measuring and administering change, keep these tips in mind for measuring service levels at your grocery chain.
Totango
MARCH 16, 2021
The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Beyond Philosophy
MARCH 13, 2021
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.
dscout People Nerds
MARCH 18, 2021
We asked 100 participants what behaviors, routines, and practices they are adopting to keep themselves feeling together. And about what services, and products they believed were helping—and hindering—their sense of balance.
Vanilla Forums
MARCH 18, 2021
You’ve spent the better part of a year working on the launch of your new community. You’ve ensured that your theme is where you want it and you’ve had the soft-launch. Heck you’ve even had the big launch of your community! You’re happy and excited, but then you are interrupted by a sinking thought - “Oh geez, how will I keep this going?!” A sense of panic sets in as you wonder how you’ll continue to promote your community.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
ShepHyken
MARCH 15, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. (Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and
kommunicate
MARCH 18, 2021
WhatsApp’s massive growth in popularity over the past few years has created many opportunities for businesses. Companies around the world are currently discovering the power of the WhatsApp Business app. It allows you to send notifications and messages using a WhatsApp chatbot, which is a great way to increase and personalize customer engagement. WhatsApp has [.].
DemandJump
MARCH 16, 2021
All content serves one purpose: to connect with your audience. In marketing, this means connecting with your customers and prospective customers.
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